The airport metamorphosis: FrankfurtAirport’s approach to bring back thecharm of travelingACI Airport Exchange 201128-30 N...
There are many‘robots’ in our galaxy!                          © Lucasfilms
Most ofthemcute...                     © Pixar
Someofthemancient...                 © Warner Bros.
Someofthemdevelopedtothelateststandards!                   © Honda
Common ideabehind all developments:Toservemankind!          Tocare!Towipe out stress!Totakeovertheannoyingroutinework!To m...
Seite 7          However, daily life looks a bit different and our          whizzy service gadgets don’t even have a      ...
Seite 8          Also in the airport process chain, machines          interact from check-in to boarding!                 ...
Seite 9          But is this all the passenger expects?          And is this all we want him to          experience when t...
Seite 10           The airport metamorphosis           The airport metamorphosis - Frankfurt Airports approach to bring ba...
Seite 11           The new Frankfurt Airport: with more capacity,           new infrastructure…              We are happy ...
Seite 12           ... and more services to bring back the charm of           traveling!           The airport metamorphos...
Seite 13           So, infrastructure has to be in harmony with           passenger-oriented services              For pla...
Seite 14           Frankfurt Airport – our home base           FRA is Lufthansa’s home base and a hub of the Star Alliance...
Seite 15           From Asia To South America           Our know-how is in demand around the world                        ...
Seite 16           Our core business activities account for the           largest share of revenues                     31...
Seite 17           Our revenues are very respectable even in           difficult years                                    ...
Seite 18           Ourshareholders: strong partners for a strong           enterprise                                     ...
Seite 19           FRA ranks among the top ten airports worldwide           in terms of passengers and cargo tonnage, but…...
Seite 20           since FRA has the highest share of transfer           passengers in Europe who have a choice of hubs......
Seite 21           ... and come from all over the world with           different cultural backgrounds…            FRA conn...
Seite 22           … we truly need to understand and fulfill their           individual needs!           The airport metam...
Seite 23           So, what is the basis to discover their needs and           enhance customer satisfaction?           1....
Seite 24           With this poster, we communicate our goals and           achievements!                                 ...
Seite 25           We even want to go further…              Some countries (e.g. UK, France)              already included...
Seite 26           With our service program ‘Great to have you           here!‘ we implement the measures!           Ourne...
Seite 27           We want a human airport – and services tailored           to the different types of passengers         ...
Seite 28           We try to make the airport experience efficient           and customized            Providing a maximum...
Seite 29           We provide the technology and the human touch           The airport metamorphosis - Frankfurt Airports ...
Seite 30           They may expect the unexpected –           e.g. our unique ‘chauffeur’ service…           The airport m...
Seite 31           … friendly assistance to help with check-in and           luggage           The airport metamorphosis -...
Seite 32           … surprising ‘happy moments’ given for free           (e.g. mineral water, refreshment towels, etc.)   ...
Seite 33           …‘helping hands’ given by 500 well-trained and           qualifiedservice guides           The airport ...
Seite 34           … multilingual staff that makes them feel at           home and assisted                               ...
Seite 35           ...and a smile even at the most critical points like           security checks!           The airport m...
Seite 36           ‘Great to have you here!’ is, of course, also a           guideline how we treat our visitors          ...
Seite 37           And in the future, airports will even more           differentiate…           … with services that are ...
Seite 38           … and create (virtual) communities with the help           of social networks to bind passengers       ...
Seite 39           So, what is the challenge? To           transform the entire company’s           culture from that of a...
Seite 40           Each employee is seen as a service ambassador           and trained at our service academy!           T...
Seite 41           We lead by example - our top management           participates in daily operations!           The airpo...
Seite 42           Service experience and friendliness have to be           part of the travel chain with all partners inv...
Seite 43           Let me summarize:                                                                   We need automation ...
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The airport metamorphosis: Frankfurt Airport’s approach to bring back the charm of traveling

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ACI Airport Exchange 2011
28-30 November 2011

Annegret Reinhardt-Lehmann,
Senior Vice President, Fraport AG

Published in: Travel, Business
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The airport metamorphosis: Frankfurt Airport’s approach to bring back the charm of traveling

  1. 1. The airport metamorphosis: FrankfurtAirport’s approach to bring back thecharm of travelingACI Airport Exchange 201128-30 November 2011Annegret Reinhardt-Lehmann,Senior VicePresident, Fraport AG
  2. 2. There are many‘robots’ in our galaxy! © Lucasfilms
  3. 3. Most ofthemcute... © Pixar
  4. 4. Someofthemancient... © Warner Bros.
  5. 5. Someofthemdevelopedtothelateststandards! © Honda
  6. 6. Common ideabehind all developments:Toservemankind! Tocare!Towipe out stress!Totakeovertheannoyingroutinework!To maketheworldeasier!
  7. 7. Seite 7 However, daily life looks a bit different and our whizzy service gadgets don’t even have a human appearance The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  8. 8. Seite 8 Also in the airport process chain, machines interact from check-in to boarding! CUSS automat Self-boardinggates eGate EasyPass The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  9. 9. Seite 9 But is this all the passenger expects? And is this all we want him to experience when traveling through our hubs? How do we make sure they choose FRA and how do we differentiate from other hubs? The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  10. 10. Seite 10 The airport metamorphosis The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  11. 11. Seite 11 The new Frankfurt Airport: with more capacity, new infrastructure… We are happy to announce that FRA finally overcame its capacity constraints! Inauguration ofthenewrunway: October 21, 2011 The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  12. 12. Seite 12 ... and more services to bring back the charm of traveling! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  13. 13. Seite 13 So, infrastructure has to be in harmony with passenger-oriented services For planning our buildings and streamlining our processes, we need to understand the passengers’ needs – which means, that we have to build and live up to our new image and service attitude New pier A Plus for DLH: 2012 New Terminal 3: 2016/17 The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  14. 14. Seite 14 Frankfurt Airport – our home base FRA is Lufthansa’s home base and a hub of the Star Alliance account for about 75% of the passengers to and from FRA The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  15. 15. Seite 15 From Asia To South America Our know-how is in demand around the world Amsterdam Hanover Hannover Hahn Vienna Wien Varna & Varna Burgas Burgas St. Petersburg Athen Antalya FRANKFURT Xi„an Xi„an Shanghai Orlando Cairo Kairo * Delhi Delhi Hong Kong Jeddah Riyadh Dakar Senegal* Lima Air- oth- ports ers Majority Stake Minority Stake Management Contract The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  16. 16. Seite 16 Our core business activities account for the largest share of revenues 31.6% 30.0% 18.4% 20.0% Aviation Ground Retail & External Handling Real Estate Activities & Services 693.9 Mil. Euro 658.6 Mil. Euro 403.1 Mil. Euro 439.0 Mil. Euro Group Revenuesby Segments 2010 The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  17. 17. Seite 17 Our revenues are very respectable even in difficult years 2,329 2,144 2,195 2,090 2,102 1,998 2,010 1,804 1,834 711 578 581 601 570 510 543 456 255 239 272 168 228 197 118 142 152 2002 2003 2004 2005 2006 2007 2008 2009 2010 -120 Revenue EBITDA Net Profit Figures in mil. euros The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  18. 18. Seite 18 Ourshareholders: strong partners for a strong enterprise City of Frankfurt 20.11% Unknown State of Hesse 28.52% 31.49% 9.92% 9.96% Artio Global Investors Lufthansa The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  19. 19. Seite 19 FRA ranks among the top ten airports worldwide in terms of passengers and cargo tonnage, but… Passengers 2010 (mil.) Cargo 2010 (mil. tons) 1. Atlanta 89.0 1. Hong Kong 4.17 2. Beijing 73.9 2. Memphis 3.91 3. Chicago 66.7 3. Shanghai Pudong 3.22 4. London Heathrow 65.8 4. Incheon 2.68 5. Tokyo 64.0 5. Anchorage 2.56 6. Los Angeles 58.9 6. Paris CDG 2.40 7. Paris CDG 58.1 7. Frankfurt 2.28 8. Dallas 56.9 8. Dubai 2.27 9. Frankfurt 53.0 9. Tokyo Narita 2.17 10. Denver 52.2 10. Louisville 2.17 Source: ACI The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  20. 20. Seite 20 since FRA has the highest share of transfer passengers in Europe who have a choice of hubs... Share of transfer passengers at major European airports in 2010 PAX m 70 60 50 40 30 Transfer 20 52% 42% 35% 33% 37% 10 35% 30% Non Transfer 0 Amsterdam Zurich Vienna London Paris Munich Frankfurt Source: Fraport The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  21. 21. Seite 21 ... and come from all over the world with different cultural backgrounds… FRA connects the world with 107 airlines to 275 destinations in 111 countries Germany 692 / 13 North America KEF HEL BGO ARN TLL LED OSL 332 / 29 Western SVG GLA BLL GDN RIX SVO GOJ EDI PEE VNO KZN Eastern SVX OVB Europe DUB MAN FMO CPH HAM AMS BRE WRO HAJ MSQ YYC SOU LUXLEJ KTW LHR FRA KRK KBP BRU PRG DME KUF TSE YVR SEA YOW ORD DTW EWR YYZ PHL YUL 2.066 / 79 FRA CDG NUE RZE SZG HOQ WAW STR MUC FDH BHXLCY POZ BUD CLJ GVABSL LJUGRZ KIV TXL DUSMXPVRN OTP LYS VCE BEG LIN BNX MRS ZRH VIE TLS LNZ DBV FLR SJJ NCE INN TGD SOF BIO ZAZ NAP SKG ESB TZXGYD MAD BCN ZAG TIA SAW OPO Europe ROV 579 / 35 TBS ALA TAS Far East PEK SHE DEN IAD LIS PMI BLQ ADB ASR DIY MLX SZF SFO JFK ALC TUN ISTGZT PRN ADA ASB ICN LAS BOS FAO AGP XRY FCO AYT PFO THR DYU KBL 318 / 40 NRT NGO SAN DFW ATL CLT FNC CMNNDR ALG MLA BEYALP EBL CTA ATH LCA NKG AGA MIR TIP CAI Middle ISB LHE HGH LAX MCO SPCTFSLPA DJE SSH KWI DEL KIX DAM TLV DMM MIA AMM BAH RMF East DXB RUH PVG TPE IAH VRA FUE ACE CCU CAN CUN HRG DOH HAN HOG LXR JED204 / 20 HAV SDQ ANU LRM PUJ POP AUH MCT PNQ HYD HKG KRT ASM MEX UVF BKK MBJ GNDBGI PMV SAH BOM BLR MAA SJO PTY ABV ADD GOI ACC Africa CMB SGN BOG CCSTAB PHC SSG HKT LOS 178 / 34 KUL MLE PNR JRO SEZ SIN LatinAmerica LBV MBA LAD 95 / 25 SSA ZNZ CGK MRU GIG WDH JNB GRU EZE SCL CPT SYD Weeklyconnections/ Destinations Passenger flights Winter 2011/12 based on Airport CoordinationasatOctober 25th 2011, processedby UEW-MF The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  22. 22. Seite 22 … we truly need to understand and fulfill their individual needs! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  23. 23. Seite 23 So, what is the basis to discover their needs and enhance customer satisfaction? 1. We need the data and information: regular conducted passenger surveys (24,000 p.a.) to measure the quality of service at Frankfurt Airport analysis of passenger satisfaction with results of Skytrax and ASQ  these are measured quarterly and reported to our board members 2. We need measures and the support of all parties: multidisciplinary “Quality Boards” to involve the federal police, customs and immigration authorities, airlines, shops, restaurants, and all of the other parties and institutions represented at FRA clear defined goals in terms of service quality for different business units of Fraport on a yearly basis until 2015
  24. 24. Seite 24 With this poster, we communicate our goals and achievements! Overall customer satisfaction with the airport Friendliness of staff • Check-in • Information desk • Security Check point Cleanliness of terminals Cleanliness of sanitary facilities Waiting time at security checkpoint less than 10 minutes Waiting time at baggage claim less than 15 minutes Response time for feedback from Fraport less than 7 days The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  25. 25. Seite 25 We even want to go further… Some countries (e.g. UK, France) already included service quality standards in their economic regulation to improve service performance We believe in the development of a ‘service charter’ combinedwith service level agreements with all handling agents, security agents, customs, border police and other service providers at Frankfurt Airport in order to achieve a high service performance and passenger satisfaction The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  26. 26. Seite 26 With our service program ‘Great to have you here!‘ we implement the measures! Ournewserviceprogramreallyputsourpassengers in thefocusofouractions Quick and Comfortable Friendly Attention Travel Shopping and Pleasant Surroundings Experience The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  27. 27. Seite 27 We want a human airport – and services tailored to the different types of passengers The passenger - in all his uniqueness and individuality - has to be the focus of our thinking, planning, behavior, etc. And this means nothing less than a cultural change! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  28. 28. Seite 28 We try to make the airport experience efficient and customized Providing a maximum of …and at the same time the automation for quick and human help if needed seamless connections… The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  29. 29. Seite 29 We provide the technology and the human touch The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  30. 30. Seite 30 They may expect the unexpected – e.g. our unique ‘chauffeur’ service… The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  31. 31. Seite 31 … friendly assistance to help with check-in and luggage The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  32. 32. Seite 32 … surprising ‘happy moments’ given for free (e.g. mineral water, refreshment towels, etc.) The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  33. 33. Seite 33 …‘helping hands’ given by 500 well-trained and qualifiedservice guides The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  34. 34. Seite 34 … multilingual staff that makes them feel at home and assisted “I speak five languages fluently to make sure you feel at home at Frankfurt Airport.“ The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  35. 35. Seite 35 ...and a smile even at the most critical points like security checks! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  36. 36. Seite 36 ‘Great to have you here!’ is, of course, also a guideline how we treat our visitors The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  37. 37. Seite 37 And in the future, airports will even more differentiate… … with services that are more and more unique, cultural oriented and local offers they stand for The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  38. 38. Seite 38 … and create (virtual) communities with the help of social networks to bind passengers We communicate 24/7 with our customers about new services, their flights, tips about restaurants, etc. and get their direct feedback Follow us on Twitterwww.twitter.com/airport_FRA Be a fan of Frankfurt Airport www.facebook.com/FrankfurtAirport The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  39. 39. Seite 39 So, what is the challenge? To transform the entire company’s culture from that of a basically infrastructure provider into that of a customer-oriented service company. How do we implement the underlying cultural change process? The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  40. 40. Seite 40 Each employee is seen as a service ambassador and trained at our service academy! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  41. 41. Seite 41 We lead by example - our top management participates in daily operations! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  42. 42. Seite 42 Service experience and friendliness have to be part of the travel chain with all partners involved The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling
  43. 43. Seite 43 Let me summarize: We need automation and state-of-the- art technology in the airport business, YES… ... but we also need the human touch and customer orientation to serve our passengers as our guests and bring back the charm of traveling! The airport metamorphosis - Frankfurt Airports approach to bring back the charm of traveling

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